Use Express Replacement Service for your AirPods, AirPods Pro or AirPods Max

With Express Replacement Service, you’ll receive a kit that has your replacement AirPods or AirPods Pro and everything you need to send your original product to Apple.

About Express Replacement Service

• With Express Replacement Service, Apple will send you a replacement product first — so you don’t have to wait for a service.

• After you’ve received your replacement product, send back your original product straight away. Apple must receive your original product within 10 days after your replacement was dispatched.

• Your replacement product is covered for 90 days or the remainder of your original product warranty, whichever is longer. This coverage is in addition to any rights provided by consumer protection laws in your country or region or any AppleCare+ plan.

Find the dispatch date of your replacement product

Before you return your original AirPods or AirPods Pro

• Remove your AirPods from your Apple Account: In the Find My app, select the Devices tab > select your AirPods, then swipe up and tap Remove This Device. Tap Remove to confirm.

• If you’re sending AirPods Pro, remove the ear tips and keep them in a safe place. If you include your ear tips, they won’t be returned.

Pack your original AirPods or AirPods Pro

Your Express Replacement Service kit includes everything you need to pack and send your original product to Apple — including the small box and larger postage box that your replacement product arrived in, which you can use to pack and send your original product back to Apple.

Don’t include anything else in the boxes — such as your ear tips, USB cable, power adapter or other accessory. Additionally, you should only include the AirPods components for which you filed your claim (for example, if you filed your claim for the right earbud, only send the right earbud). If you include extra items in the box, they won’t be returned to you.

Depending on whether you’re sending in one or both earbuds or the charging case, you may not have to follow all steps to pack your original AirPods or AirPods Pro.

1. For each earbud that you’re sending, slide the stem into the paper tube of the insert, then fold in the top flap.

   

2. Put each insert into the small white or natural box in which its replacement arrived.

   

3. Put the small box or boxes into the same larger postage box that was delivered to you. If there is a battery sticker pasted on the outside of the postage box, make sure it’s not covered with tape or a postage label.

Pack your original AirPods Max

Follow these steps to prepare your AirPods Max:

Customers in Japan can follow step 1 and then proceed to the Send your AirPods Max to Apple section for the Asia-Pacific region.

1. Remove your ear cushions and keep them in a safe place to use again later.

   

2. Place each ear piece inside a separate bag.

   

3. Rotate the ear pieces and place them face down, then place your AirPods Max into the moulded plastic insert. Place the lid on the white box.

   

4. Place the white box in the brown box and close it. (Do not include your ear cushions, USB cable, power adaptor or other accessories. If you include extra items in the box, these won't be returned to you.)

   

5. Seal the box with tape and send the box to Apple.* If there is a battery sticker pasted on the outside of the box, please make sure the battery sticker is not obstructed.

   

Send your original product to Apple

First, pack your original product in the TNT Express Shipping satchel:

1. Remove the TNT shipping label from the box.

2. Note the consignment number — it starts with "GE" and you can find it next to the barcode on the shipping label.

3. Put the large postage box (with your packaged product) in the TNT satchel, seal the satchel and place the postage label in the clear plastic pocket.

Then contact TNT Customer Service to arrange a collection:

• Email: customerservice.nz@tnt.com

  • Subject line: “Apple collection — ’AirPods’ or ’AirPods Pro’” followed by the TNT consignment number.

  • In the email, note that you're using a pre-paid satchel on account number 320792, whether your collection address is a residence or business, and provide your phone number.

• Call: 088 275 868

  • Note that you're using a pre-paid satchel on account number 320792, whether your collection address is a residence or business, and provide your phone number.

TNT will provide a booking reference number and collection date in response to your email or phone call.